IT Support

Prosums direct client is seeking a IT Support Analyst to join their team in Lake Forest, CA. This is a 6 month contract to hire, 100% onsite. Salary is 22-25/hr (45-50k/yr)

Customer Care - IT Support Technician
You will serve as the initial point of contact for all our customers seeking new products or support for their existing products. You will be responsible for providing technical support to our customers, ensuring that the rest of the staff has adequate support to work efficiently, and various administrative tasks. Our ideal candidate has a deep knowledge of customer service best practices, IT technical support experience, strong organizational skills, and the ability to work in a fast-paced environment with distractions, along with being self-motivated, professional, reliable, and trustworthy.
General Responsibilities:
Work closely with customers via telephone, e-mail, and conferencing for technical support
Gather information to troubleshoot the issue from symptoms provided
Demonstrate knowledgeable customer service support while maintaining a positive company image during interactions with customers
Ensure customer satisfaction through the entire support process
Accurately document and track both open and resolved issues
Follow up with the customer until the issue is resolved
Process all aspects of orders that come in correctly and efficiently (including licensing, payments, etc.)
Communicate with customers regarding their payments and invoices in a professional and efficient manner
Meticulous when reviewing data accuracy in orders and invoices
Administrative tasks as needed
Other tasks as required
Specifics of RISA Technical Support:
Assist customers with desktop installations and silent installs
Assist customers with subscription license setup, errors, and borrowing
Assist customers with license conversions to Subscription
Write technical notes for installations and licensing
Test product installs on all operating systems
Assist with the test matrix and create a virtual testing system to test installs on all operating systems
Write technical enhancement requests for installation improvements based on customer requirements
Qualifications:
IT Technical Support experience required (all operating systems)
2-3 years of Customer Service experience
Strong Customer Service orientation
Excellent verbal and written communication skills
Be able to comfortably communicate with knowledgeable, and novice, users to resolve technical issues
Can write clear and concise documentation of issues for users and in-house development
Problem-solving skills
Attention to Detail
Self-starter
Thrives in a team working environment
Positive can-do attitude
Good organizational and multi-tasking abilities